Contact Center Quality Analyst jobs in Torrance, CA

Contact Center Quality Analyst monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Being a Contact Center Quality Analyst provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Analyst typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)

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Contact Center Operations Coordinator - Part-Time
  • Main Salvation Army
  • Carson, CA PART_TIME
  • PAY RATE:  $18.00 / HR

    ABOUT THE ARC

    The Salvation Army (TSA) Adult Rehabilitation Center (ARC) is a no-fee program to assist men and women in their journey to seek assistance for substance abuse and complete our rehabilitation program. We value the contributions our employees make toward the maintenance and effectiveness of the program.  ARC seeks to add another valued employee to join our team!

    ABOUT THE POSITION AND IDEAL CANDIDATE

    We are seeking a candidate that will join our team as the Contact Center Operations Coordinator to assist our contact center located in Carson, CA., with internal campaigns using various software, coordinate projects, highly organized and who loves to work in a fast-paced environment; all while supporting the ARC program.  If after reading the position details below, you find yourself interested and believe you are qualified and ready to join us, please submit your application and resume.  This position is part-time at 29 hours per week and pays $18.00/hour. 

    ESSENTIAL JOB DUTIES:

    1. Responsible for maintenance, updating, and utilization of Contact Center software Genesys, Interaction Sync, Microsoft Dynamics interface, and others.
    2. Duties include campaign setup, tracking, measurement, and reporting; including, but not limited to, call routing, Queue development, scripting integration, canned response maintenance, and workflow for multiple Campaigns.
    3. Maintain high Contact Center availability by analyzing and troubleshooting operations. Required to work with vendors to ensure software updates, proper reporting of system failures and follow up to correction.
    4. Coordinates with ARCC and department supervisors to maintain campaign performance, compliance, and reporting.
    5. Coordinate timely and accurate measurement; analytics and reporting on Contact Center performance; and trends and results by campaign for internal and external customers.
    6. Helps formulate operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifying and evaluating technologies; defining user requirements; using Best Practices to establish technical specifications, production, quality, and Supporter-service standards. Developing and providing information and analysis for strategic plans and reviews.  
    7. Complete administrative support duties as required, documentation generation with timely, accurate record maintenance.
    8. Processes requisitions, invoices and monthly statements to ARCC for processing, approval and resolution.
    9. Maintains professional and technical knowledge. Track emerging Contact Center trends for Supporter satisfaction; attend educational workshops; review professional publications; establishing personal networks; benchmarking best practices; and participate in professional communities.
    10. Maintain confidentiality in accordance with established policies.
    11. Other written or verbal duties may be assigned by the Director or designate.

    QUALIFICATIONS: 

    • AA degree or software certification.
    • Advanced Microsoft 365 and analytics skills
    • Minimum three years office experience. Contact Center administration desired.
    • Project Coordination: ability to coordinate and successfully work with multiple projects and organizations.
    • Proficiency with office equipment including computer, tablet, telephony, and other technology as required.
    • Command of Windows, MSWord, Outlook, Excel, Teams, with ability to learn additional software. MS Dynamics, Genesys, and/or Power BI software knowledge highly desirable
    • Able to type 60 WPM.
    • Excellent spelling, communications skills, and understanding.
    • Ability to accurately organize and track multiple tasks to timely competent completion.
    • Professional judgment and integrity in handling confidential material.
    • Knowledge of Salvation Army terminology and procedures preferred.

    PHYSICAL REQUIREMENTS:

    • Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis.
    • Ability to grasp, push, pull objects such as files, file cabinet drawers, and other office equipment.
    • Ability to communicate clearly on the telephone.
    • Ability to lift up to 30 lbs.
    • Ability to perform various repetitive motion tasks.

    Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship will result.

  • 1 Day Ago

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Financial Analyst
  • Torrance Memorial Medical Center
  • Torrance, CA FULL_TIME
  • Under general supervision, collects, analyzes, and presents data in support of financial reporting and budgeting. The analyst prepares physician payments and ensures compliance with applicable regulat...
  • 20 Days Ago

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Financial Analyst
  • Catalina Island Medical Center
  • Avalon, CA FULL_TIME
  • Under the supervision of the Chief Financial Officer, the Financial Analyst’s primary responsibility is to provide comprehensive financial analysis and support to the hospital’s management team. The f...
  • 14 Days Ago

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Board Certified Behavior Analyst - Spanish a Plus!
  • Center for Social Dynamics
  • Carson, CA FULL_TIME
  • Are you a self-motivated, hands-on individual looking to do something passionate and meaningful with your career? Join us as we open a world of possibilities. Our Carson location is currently seeking ...
  • 25 Days Ago

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RN - ED - Emergency Department
  • Quality Clinicians
  • Torrance, CA FULL_TIME
  • RN - ED - Emergency Department We're looking for RNs for an immediate travel nurse opening. The right RN should have 2 years or more of recent experience. As a Travel Nurse, you should be prepared to ...
  • 8 Days Ago

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LVN/LPN Skilled Nursing Facility Avalon, CA
  • Quality Clinicians
  • Avalon, CA FULL_TIME
  • We are travelers building the kind of agency we always wanted, while we still work assignments. Pay Package: Weekly Pay Range: $966.06/week Multiple shift openings Job Description/Responsibilities: Yo...
  • 12 Days Ago

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0 Contact Center Quality Analyst jobs found in Torrance, CA area

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SYSTEMS ANALYST (APPLICATIONS AND PROGRAMMING)
  • City of Torrance, CA
  • Torrance, CA
  • Salary : $8,040.93 - $9,772.53 Monthly Location : Torrance, CA Job Type: Permanent Full-time Job Number: 24033458 Depart...
  • 3/28/2024 12:00:00 AM

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INFORMATION TECHNOLOGY ANALYST (APPLICATIONS AND PROGRAMMING)
  • City of Torrance, CA
  • Torrance, CA
  • Salary : $6,609.20 - $8,860.80 Monthly Location : Torrance, CA Job Type: Permanent Full-time Job Number: 24031525 Depart...
  • 3/28/2024 12:00:00 AM

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Business Development Manager (Accounting and Finance)
  • Vaco
  • Los Angeles, CA
  • Welcome to Vaco – an uncommon company with an empowered culture. At Vaco, we welcome talented innovators seeking a colla...
  • 3/28/2024 12:00:00 AM

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Customer Service Analyst
  • Sparibis
  • Pomona, CA
  • Title:Customer Service AnalystLocation:Pomona, CA**Location:** Must be onsite in Pomona, CA (Remote during COVID) **Year...
  • 3/27/2024 12:00:00 AM

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Customer Service Analyst
  • Yogananda
  • Glendale, CA
  • **Position Summary** Answer Membership Services calls and emails from members and contacts throughout the world. Review ...
  • 3/27/2024 12:00:00 AM

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Customer Service Analyst II, CIS
  • The Judge Group
  • Diamond Bar, CA
  • At Niagara, we re looking for Team Members who want to be part of achieving our mission to provide our customers the hig...
  • 3/27/2024 12:00:00 AM

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INFORMATION TECHNOLOGY SPECIALIST (POLICE DEPARTMENT)
  • City of Torrance, CA
  • Torrance, CA
  • Salary: $5,408.00 - $7,241.87 Monthly Location : Torrance, CA Job Type: Permanent Full-time Job Number: 23061517PD Depar...
  • 3/27/2024 12:00:00 AM

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Customer Support Specialist
  • Reveleer
  • Glendale, CA
  • Customer Support Specialist Position Onsite - Glendale, CA Reveleer is a healthcare data and analytics company that uses...
  • 3/24/2024 12:00:00 AM

Torrance is a coastal community in southwestern Los Angeles County sharing the climate and geographical features common to the Greater Los Angeles area. Its boundaries are: Redondo Beach Boulevard and the cities of Lawndale and Gardena to the north; Western Avenue and the Harbor Gateway neighborhood of Los Angeles to the east; the Palos Verdes Hills with the cities of Lomita, Rolling Hills Estates and Palos Verdes Estates on the south; and the Pacific Ocean and city of Redondo Beach to the west. It is about 20 miles (32 km) southwest of Downtown Los Angeles. Torrance Beach lies between Redondo...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$49,500 to $68,622
Torrance, California area prices
were up 3.2% from a year ago